This position owns end-user IT support across Pattern Energy, leading the Service Desk and desktop/endpoint support functions to ensure employees at corporate, field, and OT-adjacent locations get fast, reliable technical support. The position also owns the relationship and oversight of Pattern’s NOC/SOC managed service provider, with a NOC/SOC Lead reporting into this role. This is an early operational hire, establishing support standards, tooling, and team structure from the ground up in a newly established technology organization scaling toward 80+ headcount.

Key Accountabilities

• Build and lead the service desk function, including staffing model, shift/coverage planning, and escalation tiers; administer and mature Pattern’s ServiceNow platform for consistent intake, categorization, and knowledge-base practices.

• Establish and manage SLAs for ticket response and resolution, and report on service desk performance metrics.

• Own the overall relationship and performance of Pattern’s NOC/SOC managed service provider, including SLAs, escalation paths, and contract performance; manage the NOC/SOC Lead, who owns day-to-day coordination with the MSP.

• Ensure NOC/SOC alerts and incidents are properly triaged, escalated to the appropriate internal team (security, infrastructure, or service desk), and tracked to resolution in ServiceNow, partnering with the Cybersecurity pillar to keep monitoring scope and escalation criteria aligned with Pattern’s risk priorities.

• Own desktop and endpoint support standards, including imaging, patching, software deployment, and device lifecycle management; manage the endpoint security baseline in coordination with the security team.

• Oversee hardware procurement, asset tracking, and refresh cycles for laptops, desktops, and peripherals.

• Hire, develop, and manage service desk analysts, desktop support technicians, and the NOC/SOC Lead; establish onboarding/offboarding IT processes in partnership with HR.

• Support office openings, moves, and field/OT site IT needs as the organization scales; drive root-cause fixes, self-service, and automation to reduce ticket volume.

Experience/Qualifications/Education Required 

• Bachelor’s degree in a relevant field preferred; equivalent professional experience considered
• 7+ years of IT support experience, with 3+ years in a service desk or desktop support leadership/management role; hands-on experience with ServiceNow and endpoint management tools (e.g., Intune, JAMF, SCCM); experience overseeing an MSP relationship, particularly NOC/SOC or managed monitoring services

The expected starting pay range for this role is $111,000.00 - $139,000.00 USD. This range is an estimate and base pay may be above or below the ranges based on several factors including but not limited to location, work experience, certifications, and education. In addition to base pay, Pattern’s compensation program includes a bonus structure for full-time employees of all levels. We also provide a comprehensive benefits package which includes medical, dental, vision, short and long-term disability, life insurance, voluntary benefits, family care benefits, employee assistance program, paid time off and bonding leave, paid holidays, 401(k)/RRSP retirement savings plan with employer contribution, and employee referral bonuses.

#LI-MK1 #LI-Hybrid